To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard orders may take up to 7 business days (excluding Saturdays, Sundays, and Holidays) to process.
After your payment is authorized and verified, Standard orders can still take up to 4 business days, Expedited orders can still take up to 3 business days to process, and Air Express (Rush) orders can still take up to 2 business day to process. This is just an estimate and doesn't include weekends or holidays.
To ensure your order arrives as quickly as possible, over $500 orders placed with Expedite or Air Express Shipping will skip in-person inspection and be sent directly to you. Please note that live quality check photos will still be submitted to you before the dress arrives.
Please note that orders to US destinations may take 1-15 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and final destination of the order.
When your order has been shipped, you will receive an email with tracking information.
For U.S. Domestic orders, we will use USPS or UPS to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements.
Your final shipping cost is displayed at the point of checkout.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact the shipping carrier as soon as possible to file a claim. Once the package has been handed off the the shipping carrier, we do not have visibility or control over the package and they will have more information than us.
We will provide some assistance in working with the shipping carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Queenly does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
While we will make every effort to accommodate your shipping and billing preferences, in order to protect our customers, Queenly reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.
Additionally, Queenly reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to: